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Syntellect

Enghouse

Syntellect's Customer Interaction Management platform contains an advanced management engine that enables you to control a universal queue of customer interactions of all types, including telephone, IVR, voicemail, email, web chat, web transactions, fax, and agent tasks. This fully featured, contact center offering integrates seamlessly into your business environment, and connects existing Customer Relationship Management (CRM) solutions, and other back-office applications, with your contact center, to give your agents a complete view of customer interactions. The platform delivers true site-independent universal queuing of all communication types across multiple contact centers, routing them to the most appropriate resource that is available.

 

Features

  • Multi-media Contact Blending
  • Interaction Lifecycle History
  • Multi-site/Virtual Contact Center
  • Enterprise Class Scalability
  • Multiple/Unlimited Agent Wrap up Codes

Benefits

  • One universal solution for all contact types (voice, email, Web chat, fax, and tasks)
  • Complete customer transaction history that details all phone calls, emails, chat transcriptions, and faxes that can be integrated with your CRM
  • All of your locations around the world can act as a single location including remote agents
  • Tested to handle more than 10,000 agents
  • Provides capability for enhanced accuracy of customer data for business intelligence leading to improved customer satisfaction